Assistant Vice President – Core Education and Client Experience

Reporting directly to the Chief Operating Officer, the Assistant Vice President of Core Education and Client Experience will provide strategic and operational leadership for the teams responsible for implementations and internal training, first-level customer support, and system support. This role ensures that credit unions and internal staff receive timely, accurate, and confident support throughout conversions, product deployments, and daily service interactions. The AVP builds strong cross-functional alignment, advances consistent and reliable work practices, and creates an environment where team members communicate proactively, take ownership of outcomes, and deliver service that strengthens trust with credit unions. Through thoughtful oversight, coaching, and continuous improvement, the AVP supports the organization in delivering predictable, high-quality experiences that reflect Synergent’s commitment to excellence.

Essential Functions

• Ensure both client and internal training, and first-level core support activities meet established timelines, quality standards, and documented processes, demonstrating measurable improvements in on-time delivery and reduction in rework.

• Provide structured coaching, feedback, and clear performance expectations across Training and Core System Support, resulting in measurable growth in skill development, personal ownership, and overall team performance.

• Strengthen alignment with Project Management, Programming, Core Implementations, Payments, Client Success Managers and other operational teams by improving communication routines, minimizing preventable handoff issues, and increasing shared clarity around responsibilities and timelines.

• Ensure consistent, high-quality support by promoting timely communication, proactive issue identification, and disciplined follow-through, resulting in measurable reductions in escalations and improved credit union satisfaction.

• Identify, implement, and track improvements that simplify workflows across implementations, training, and frontline support—reducing variation and supporting predictable service delivery with measurable gains in productivity.

• Oversee the development, delivery, and evaluation of training programs for credit unions and internal staff, ensuring accuracy, accessibility, and strong learner readiness. Measure performance against mutually agreed-upon training standards and achieve reductions in post-conversion support cases attributable to gaps in training comprehension or completeness.

• Lead Core System Support team to ensure timely resolution of core processing and integration issues, achieving measurable improvements in first-contact resolution, response time, and reduction in avoidable escalations.

• Oversee escalated issues to ensure timely, transparent, and complete resolution, with measurable reductions in recurring issues, improved turnaround times, and stronger communication with credit unions and internal partners.

Required Skills & Knowledge

• Proven leadership ability to set expectations, coach performance, and build a culture of ownership and proactivecommunication.

• Strong understanding of credit union operations, core processing, and integrated systems.

• Skill in analyzing and improving business processes to increase consistency, clarity, and efficiency.

• Effective communication and relationship-building skills with credit unions, internal teams, and vendor partners.

• Ability to lead both technical and service-oriented teams across training, customer service, and core system support.

• Ability to set measurable goals and manage to outcomes, using data to guide decisions and improvement.

• Strong training and knowledge development aptitude, ensuring content is accurate, accessible, and effective for all audiences.

• High organizational and prioritization skills, capable of managing multiple concurrent projects and service demands.

• Strong problem-solving skills, with the ability to evaluate options quickly and implement effective solutions.

• Commitment to continuous learning and staying current with evolving products, systems, and industry needs.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: Hybrid remote in Westbrook, ME 04092